What are the responsibilities and job description for the Patient Advocate position at West Virginia University Hospital, Inc?
MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, EXPERIENCE, AND/OR LICENSURE:
1. Associate degree OR High School Diploma or Equivalent AND Two (2) years in healthcare setting.
PREFERRED QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1.Associates or Bachelor's degree preferred.
EXPERIENCE:
1. Experience in an acute care hospital setting.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
1. Acts as an intermediary between hospital administration on behalf of patients and families.
2. Channels information about patient care, concerns, inquiries and compliments to appropriate departments and services in order to make recommendations for changes in hospital procedures and policies.
3. Functions as a mechanism for receiving and responding to patients' and families' complaints regarding the quality of care and service provided.
4. Investigates each complaint in a timely review process.
5. Investigates, documents, and resolves when possible, within scope of responsibilities, patient care concerns, needs, and problems. Makes recommendations as appropriate.
6. Serves as a resource for information concerning patients' rights and responsibilities, advance directives, and special needs.
7. Facilitates communication between departments and providers to ensure timely resolution of patient care concerns.
8. Maintains integrity of complaint management database to meet requirements of regulatory agencies.
9. Uses various measurement tools, integrates data, prepares meaningful reports, and ensures the use of that information, demonstrating how patient experience data affects the way the organization delivers care.
10. Serves as a resource for language and deaf interpretation.
11. Works collaboratively with all leaders to further enhance individual ownership of patient and family centered care culture, guiding them to inspire same ownership among all employees.
12. Reviews and analyzes patient experience survey feedback and works with nursing units and support services department directors and their staff to improve performance and implement best practices, if applicable.
13. Provides facilitation for the Patient Experience Team, if applicable.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Must meet Department of Labor's MEDIUM duty standard (MEDIUM WORK- exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly).
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Cognizant of environmental factors, infection control issues and maintains a safe environment.
SKILLS AND ABILITIES:
1. Excellent verbal and written communication skills
2. Possesses ability to deal tactfully and harmoniously with internal and external guests.
3. Ability to organize and prioritize time and tasks to achieve a well- coordinated work effort and to effectively meet work schedules, including an ability to integrate multiple factors which may have an impact on patient care, including variance in human resources.
4. Demonstrates and role models the organizational values and behavioral standards of excellence.
5. Computer skills including Microsoft Word, PowerPoint and Excel.
Additional Job Description:
Scheduled Weekly Hours:
40Shift:
Exempt/Non-Exempt:
United States of America (Exempt)Company:
WVUH West Virginia University HospitalsCost Center:
504 WVUH Patient and Guest RelationsAddress:
1 Medical Center DriveMorgantownWest VirginiaWVU Medicine is proud to be an Equal Opportunity employer. We value diversity among our workforce and invite applications from all qualified applicants regardless of race, ethnicity, culture, gender, sexual orientation, sexual identity, gender identity and expression, socioeconomic status, language, national origin, religious affiliation, spiritual practice, age, mental and physical ability/disability or Veteran status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
